Return Policy. Since nearly all of our products are custom made for the unique requirements of each customer order, it is nearly impossible to offer a refund. However, if warranted, we are happy to consider a refund on a case-by-case basis. Please contact our Customer Service Team at (818) 765-3770. We must be notified of any issue relating to a return request within 5 days of the order delivery date. Shipping charges, engraved plates, plaques, acrylic and crystal awards, and any other type of production material consumed in the creation of a job order are non-refundable.